[LPS] Service Delivery Manager - EUCD

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Key Responsibilities

1. Service Delivery Leadership

· Own the delivery and operational performance of the EUCD and Digital Workplace service tower.

· Ensure contractual service levels, operational targets and customer commitments are consistently achieved.

· Develop and execute service improvement plans to enhance service quality, efficiency and user experience.

· Provide leadership during service escalations, major incidents and operational challenges.

· Establish effective governance, controls, reporting and performance management practices.

· Maintain forward visibility of operational risks, resource constraints, service dependencies and upcoming demand.

2. EUCD and Digital Workplace Operations

· Oversee the day-to-day delivery of EUCD, Deskside Support and Field Engineering services across supported locations.

· Ensure timely resolution of incidents, service requests and workplace technology issues in accordance with agreed service levels.

· Manage workforce planning, workload balancing, shift coverage and resource allocation across delivery teams.

· Drive adoption of standard operating procedures, knowledge management and IT service management best practices.

· Ensure operational readiness for service changes, endpoint deployments, business initiatives and new technology introduction.

· Coordinate dependencies with Service Desk, ITSM, infrastructure, security, application and vendor teams.

3. Asset Management, Verification and Governance

· Own enterprise asset management, asset verification and asset governance processes within the service scope.

· Lead periodic and large-scale wall-to-wall physical asset verification exercises across supported customer sites.

· Develop verification strategies, execution plans, site schedules, productivity targets, resource deployment models and recovery plans.

· Manage asset verification backlogs through workload balancing, daily progress monitoring and focused remediation actions.

· Coordinate verification activities with site representatives, asset custodians, end users and other relevant stakeholders.

· Oversee reconciliation of physically verified assets against asset repositories, inventory records and the Configuration Management Database (CMDB).

· Investigate and resolve missing assets, duplicate records, ownership issues, location discrepancies, untagged devices and other inventory exceptions.

· Ensure asset records remain accurate, auditable and aligned with contractual, governance and compliance requirements.

· Produce, progress reports, exception reports, risk assessments and management updates.

· Drive continuous improvement of asset management and verification processes through automation, analytics, mobility tools and operational best practices.

4. Device Lifecycle and Technology Refresh

· Manage end-to-end device lifecycle services covering receipt, staging, deployment, installation, relocation, refresh, recovery, secure retirement and disposal coordination.

· Lead technology refresh programmes and workplace transformation initiatives from planning through execution and handover.

· Ensure effective demand forecasting, scheduling, user communications, deployment readiness and exception management.

· Maintain operational controls supporting inventory accuracy, chain of custody and lifecycle governance.

· Monitor programme progress, productivity, risks and dependencies, and implement recovery actions where required.

5. Service Performance and Governance

· Establish and maintain operational dashboards, service reports and management updates.

· Monitor performance against SLAs, KPIs, customer satisfaction measures and operational objectives.

· Analyse ticket trends, repeat incidents, demand patterns, asset exceptions and workforce productivity.

· Lead operational reviews and contribute to service governance meetings with clear actions, owners and due dates.

· Ensure service documentation, runbooks, procedures, escalation paths and knowledge articles remain current.

· Maintain audit readiness and compliance with applicable service delivery and information security controls.

6. Stakeholder and Customer Management

· Serve as the primary operational interface for EUCD and Digital Workplace service delivery matters.

· Build trusted relationships with customer stakeholders, business representatives, site contacts and service partners.

· Provide clear and timely communication on service performance, risks, issues, escalations and improvement initiatives.

· Facilitate operational reviews, governance meetings and service improvement discussions.

· Manage stakeholder expectations and ensure escalations are resolved with appropriate urgency, ownership and transparency.

7. People and Resource Leadership

· Lead, mentor and develop Team Leads, Engineers, Asset Administrators and operational support personnel.

· Drive a culture of accountability, collaboration, customer focus, safety and continual improvement.

· Support recruitment, onboarding, succession planning, cross-training and talent development initiatives.

· Conduct performance discussions and capability development activities in a fair, consistent and evidence-based manner.

· Ensure teams have the required skills, tools, access, documentation and management support to perform effectively.

8. Continuous Improvement and Transformation

· Identify opportunities for automation, self-service, proactive support and process optimisation.

· Use service data, DEX insights and user feedback to prioritise improvement initiatives.

· Support adoption of AI-enabled service delivery capabilities and endpoint automation where appropriate.

· Drive measurable productivity, quality and experience improvements across the service tower.

· Promote standardisation and harmonisation of operating processes across sites and teams.

Experience and Qualifications

· At least 8 years of experience in IT Managed Services, End User Computing, Digital Workplace or Workplace Services.

· At least 5 years of experience leading service delivery, deskside support, field engineering or workplace operations teams.

· Proven experience managing SLA-driven managed services environments and multi-site operational teams.

· Experience leading asset management, asset verification, wall-to-wall physical verification or large-scale inventory reconciliation programmes.

· Experience managing device lifecycle, IMAC and technology refresh programmes.

· Strong stakeholder engagement, customer relationship management and escalation management capability.

· Sound understanding of ITIL service management principles and operational governance.

· Relevant diploma or degree in Information Technology, Engineering, Business or a related discipline.

· ITIL certification and relevant service management or project management certifications are advantageous.

Technical and Operational Knowledge

· End User Computing and Digital Workplace service delivery.

· Microsoft Windows and Microsoft 365 endpoint environments.

· Endpoint management, software deployment and device compliance concepts.

· ServiceNow ITSM, asset repositories and CMDB processes.

· IT asset management, physical verification, reconciliation and audit controls.

· Digital Employee Experience platforms and service analytics.

· Incident, request, problem, change and knowledge management processes.

· Service reporting, dashboarding and operational data analysis.

Key Competencies

· Service Delivery Leadership

· Operational Excellence

· Asset Governance and Verification

· Stakeholder Management

· Problem Solving and Decision Making

· People Leadership

· Customer Focus

· Planning and Risk Management

· Executive Communication

· Continuous Improvement

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